There’s a Twitter conversation between a traveler and American Airlines that perfectly exemplifies the overall negative customer experience of the airline industry. The traveler gives a one-line review of American’s…

A good many companies, especially SaaS organizations, are adopting Customer Success Management practices and doing a reasonably good job of it. It’s clearly needed and companies that do it successfully…

Like many businesspeople, I spend a good amount of time in and around airports. While airports don’t necessarily create consistent experiences between cities, organizations that spread across airports (i.e., airlines, security agencies)…

Much has been written about Crumbs bake shop’s recent demise. Analysts often cited the apparently waning American appetite for cupcakes (an easy and relatively non-verifiable target–perfect for the echo-chamber prognosticator),…